Consumers Who Do Not Complain Directly to the Firm but Tell

question 49

Multiple Choice

Consumers who do not complain directly to the firm but tell others of their dissatisfaction:

• A) should be ignored by the firm as it is expensive to deal with them and the benefits are not clear.
• B) do so because they prefer to help others rather than get compensation for themselves.
• C) in reality seek compensation for themselves.
• D) can cause a lot of harm to the reputation of a firm.

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Definitions:

La Belle Indifference

An apparent lack of concern or distress about one’s significant physical or psychological problems, often seen in conversion disorder.

Physical Symptoms

Physical expressions or manifestations of a medical condition, illness, or injury.

Symptom Substitution

Symptom substitution is the theory suggesting that if the underlying cause of a symptom is not addressed, new symptoms will emerge to replace the original ones.

Personality Disorder

A long-standing, inflexible, maladaptive pattern of behaving and relating to others, which usually begins in early childhood or adolescence.